drs. Wouter de Vries jr.

Wouter de Vries jr. has an interesting résumé.  He was a lumberjack, kibbutz volunteer and road-sweeper. Not for a week, but for almost ten years. "When I was in my twenties I could only think in terms of freedom and happiness. I was in a state of born-to-run euphoria. I travelled a lot and worked hard. I studied Economics, but at the time I felt that was a complete waste of time. I was left-wing, idealistic and recalcitrant. I loved it!"

Nowadays, Wouter de Vries jr. teaches service management at the Free University of Amsterdam. "It feels like playing a home match", says de Vries, who is one of the most important authors and keynote speakers in the Netherlands in his field. He wrote 14 books on marketing and management, for example

• `Dienstenmarketing Management’ ('Service marketing management), De Vries jr., Wouter & Piet J.C. van Helsdingen (2005).
• `Strategische Dienstverlening’ ('Strategic service management'), De Vries jr. & Goud (2003), (Dutch, English and German edition)

Wouter de Vries jr. is actively involved in six MBA programs in the Netherlands. In-home he has rendered his services to approximately 150 organisations. His work is best described as 'criticism with a smile'. He wears his heart upon his sleeve and, and the same time, enjoys life. De Vries jr. knows how to appreciate a good joke. His lectures are always interactive, which makes it easier for him to fool his audience and get the message across. He addresses themes that are relevant in almost any management environment. Discussions usually go on way after his lecture has ended. "At the age of 35 I bought my first suit and matching tie. At present I am familiair with the plush in the board room, but I am still at ease on any work floor."

Wouter de Vries jr. addresses the following subjects:

I. If you don't know what you are good at, then...!
In this presentation de Vries jr. focusses on the costumer. A client is no pain in the neck, nor just a name or an address, but a 'curly wurly with five senses'. To be able to understand and manage your client's senses you ought to know how they work. Only then you are allowed to speak of rendering client-focussed services.

II. To give and take. Christmas without presents?
Many efforts concerning customer relations management are nothing more than TAKING what you need from your clients. You pay much less attention to GIVING your clients what they need. When everybody takes, there is not much reason to throw a Christmas party. A fascinating presentation, helping you to deal with relation management more effectively.

III. Offside or market leader
This presentation links sports to management and ends with the influence of WHO-quality on customer-satisfaction. De Vries jr. compares management themes to performances of top athletes like former tennis player Richard Krajicek and racing cyclist Leontien Zijlaard-van Moorsel.

IV. There is no such thing as a bad choice. Making no choice is bad!
A presentation about solving strategic issues. Should you look from the outside in or the other way round? Could you plan growth? If yes, how would you do that? Does a SWOT-analysis meet your needs, or would you need a sharper analysis of your vicinity? What are you good at as an organisation? Why are some organisations not good at everything, but are still experiencing sufficient customer demand? Does your organisation have to be good at everything? This presentation might just as well be a workshop.

V. Many other thems, such as loyalty, switch behaviour and innovation.
Wouter de Vries jr. addresses a broad range of topics.